发明名称 |
Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment |
摘要 |
An object-oriented system for managing multiple media types in a communication center environment has a multimedia queuing system, a processor for processing events in the queue, an interaction server for selecting media type or event types, a resource manager for reporting availability of a resource access point, and a data store for storing client information about media types available to the client and historical information about success of past use of those media types. In a preferred application, the system processes and routes incoming events of known media type to access points defined as systems or agents based in part on media channel availability of the access point, and wherein the system selects a media channel or channels for certain events in queue that are not pre-dedicated as specific media type events but are generated outbound or internal proactive contact events. For proactive contact events, the system automatically selects a media channel for each event based on a combination of set preferences and predictions based on historical channel information relating to success channel connections to that client.
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申请公布号 |
US7373410(B2) |
申请公布日期 |
2008.05.13 |
申请号 |
US20030441865 |
申请日期 |
2003.05.15 |
申请人 |
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. |
发明人 |
MONZA JOSEPH VINCENT;MCCORD ALAN WAYNE;ANDERSON DAVID HOYER |
分类号 |
G06F15/16;G06F9/46;G06F15/163;H04L12/24;H04L12/26;H04L12/28;H04L12/56;H04L29/06;H04L29/08 |
主分类号 |
G06F15/16 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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